Hi Samantha73 !
For Business Central the normal procedure is that your CSP partner raise support tickets on your behalf.
In addition to that you can purchase support tickets from Microsoft for use in your business.
Here are info about some of their offerings.
support.microsoft.com/.../support-for-business-1f4c4d09-9047-28ac-bb3b-618757e3bffd
I think it is like this because Business Central is only sold through partners and not from Microsoft directly. Both Microsoft and we who are partners want the customer to partner relationship work so well that it feels natural to handle support through a partner.
At the same time i also thing everyone realize that the partner - customer relations not always are working perfectly, and that makes customers sometimes want to go directly to Microsoft for support.
A vital part of a successful ERP implementation is to chose the right partner for you, that is the case for both Business Central any any other ERP systems that are sold through a partner channel.
Then again the good thing about Business Central is that there is a large worldwide community willing to offer a lot of insight and assistance to any Business Central user out there.
That includes both this forum and a lot of other forums available for Business Central users. One advantage this forum has is that it is monitored by Business Central capable Microsoft employees.
I hope that answered your question.
